FAQ

1. Tell us about YanGuYin(研古音)

"Yan" means research/study; "Guyin means ancient  tune/melody. Yanguyin is an online store catering to the niche of Chinese musical instruments as well as other related cultural items. 

2. How is the quality of your products?

Since we hope our customers can enjoy their art-making throughout with good quality instruments, we don't carry low quality instruments(so called "toy" in the industry) at a very low cost widely available on the market. Our suppliers are established artist/guqin maker and locally well-known suppliers. 

3. What if the item is damaged upon arrival; will refund be issued?

If it arrives damaged, a full refund or a replacement will be issued upon checking the photo of the proof for the damages, price tags(if any) & the purchase invoice. Customers may be required to return the item. Pls refer to "refund policy" for details.   

4. How is returns handled?

Our returns policy is 14 day upon receipt of your purchase. 
Only one-off return/purchase is allowed.
Other than damages/defects, we only accept return for exchange. 
Customers need to bear the shipping related costs incurred except arrived damaged/defective. Please refer to refund policy for details.

What are non-returnable items?
*Furniture
*Customized/collectible items
*Promotional/sale items or gift items. 
*Items that are worn, washed, damaged, with price tag removed or missing parts.

5. Do you ship worldwide with free shipping?

Yes, free shipping is offered to many countries, such as N America, Australia, major Asian & European countries. Pls contact our CS at cs@yanguyin.art for details.
In priority, we ship by air via professional international couriers like UPS, DHL & EMS etc. for punctual & professional service that takes about 8 to 14 days for the items to be sent to your doorstep depending on the nature of the product & location for delivery. However, due to some shipping restrictions on dimensions of product, some items will be delivered by sea that takes about 25-35 days or more, also depending on the nature of the product & location for delivery.
Some custom-made items may take up to 45 days & more for delivery.
To give customers a peace of mind, the customs tax & duty are already handled before delivery. At the same time, please bear in mind that the imported countries do have absolute rights over the matters of custom tax & duty, therefore, it's totally at their discretion regarding it.

6. Is shipping tracking no. available after an order is placed?
A shipping tracking no. will be available once the product has been shipped following an order being placed.

7. Can my order be canceled?
Unfortunately, once an order is placed, it cannot be canceled.    

8. How safe is it to shop at your store? Is YanGuYin verified by any certification authority?

Yes, Yanguyin is hosted by Shopify, 1 of the best e-commerce platforms in the industry for its reliability as well as security system. it's protected by SSL Encryption for customer data during transactions. Altogether, the store is securely equipped with Fraud prevention mechanisms, Regular Security Audits, Data Backup and Recovery, Multi-factor Authentication &  Compliance Standards. For details, please refer to privacy policy. 

9. How do I know my order has been placed successfully?

An order confirmation email will be sent to you immediately upon your order having been placed.

10. How to guarantee my purchase is in defect-free condition?

In order to give our customers a peace of mind, we use professional shockproof packaging to protect every instrument, so you'll receive it in excellent condition. 

11. Does your company store my credit card numbers?

Definitely not! Literally, we have no access to your credit card information at all.
Your payment will be made via major credit/debit cards or the world's leading credit card gateway PayPal, which secures your credit card information and keeps it confidential.